BLINDXFER

Transfers calls outside the NICE inContact system. The PLACECALL action is reserved for outbound calls that need their own script processing, such as spawning pre-recorded calls or prompts. For example, you can inform the call center manager that ports are nearing max, or you could spawn a survey call, and so on. The TRANSFER action transfers an existing call to an alternate phone number. Transferred calls remain in the NICE inContact platform and the call progress continues to be monitored and recorded. On transfer, the call begins consuming two ports. The BLINDXFER action transfers an existing call to an alternate phone number and the call exits the NICE inContact platform. Call progress and recordings are no longer monitored and the port used for that call is freed.

Supported Script Types

Phone

Properties

Destination

The phone number to which the call will be routed to be handled.

Branches

OnDialingError

Because the BLINDXFER action essentially terminates the call by transferring it, the only other branch possibility is the OnDialingError branch, which you can use if the transfer results in an error.

Tips and Tricks

• BLINDXFER and TRANSFER both redirect calls outside of the NICE inContact system. The difference between the two is that BLINDXFER does not use any of the portsWhere information transfers, over a network, between a computer and a server. allocated to the call, so none of the call details after the blind transfer can be saved, whereas TRANSFER uses NICE inContact ports, so call details can be saved and reporting can be used.
• Any contact history data that occurs in the script prior to BLINDXFER will be stored.
• After BLINDXFER is executed, NICE inContact ports are no longer used (so you will no longer be billed).
• If the transfer fails, NICE inContact cannot recover the call.
• After BLINDXFER is executed, reporting and call control is no longer possible by NICE inContact.
• ONRELEASE is commonly used with BLINDXFER (when BLINDXFER is executed, ONRELEASE is triggered to release the call)
• ONRELEASE data that occurs after BLINDXFER can still be stored.
• Long-distance charges may apply to calls transferred long-distance

Phone Script Example Using BLINDXFER

In this script, BEGIN triggers the HOURS action. If the Hours of Operation profile settings show the contact center to be open, the call will be delivered to an agent. If the contact center is closed or on holiday, BLINDXFER will route the call to 8015551212 (set in the BLINDXFER properties) to be handled.

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